Bijan Pal

Associate Director @Mondee

New Delhi, IN

Oversee 3 core areas — Workforce Management (WFM), Internal Control/ PMO, and Performance Management-Led a very talented team in reporting, audits, and planning while personally managing the site P&L-Work closely with the COO and CXOs to manage operations across Delhi and Hyderabad-Oversee revenue tracking for B2C and B2E businesses and manpower planning for all teams (including Fulfillment, Finance Ops, and B2B teams)-Collaborate with Ops heads to fix reporting gaps and turn raw data into clear, actionable dashboards-Act as a bridge between site operations and leadership to turn the CEO’s vision into execution-Manage IVR, internal tools, and telecom systems in coordination with operations and tech teams- SLA Management such as Service Level, Backlogs, Case Management governance(adoption), Abandonments, Attrition, Shrinkage, and AHT etc.Acheivements -In a startup-stage environment with limited visibility, established the complete data and capacity planning framework from the ground up. Mapped all contact types(email, call, chat and cases) across 9 Voice/Chat and 15 back-office/fulfillment teams, launched a Unified Dashboard providing management with real-time insights into volume, workload, and efficiency-Led the end to end data transformation initiative, converting raw dumps into actionable intelligence that enabled CXOs to make informed hiring and workforce rationalization decisions based on true demand and cost to serve analysis.